Job summary
As a Customer Operations Deputy Manager, you will be expected to build excellent working relationships with all Customer Operations team members, all Programme staff, GP Practices, and relevant stakeholders to ensure the Customer Operations team delivers service levels to the highest possible standards.
Main duties of the job
You will be responsible for the direct management of a team of Customer Operations Senior Co-ordinators and Customer Operations Co-ordinators, ensuring we are delivering on key performance indicators and quality metrics. You will be expected to participate and lead on business projects, working with and managing, key stakeholders and departments expectations. You will be responsible for providing and managing training, support and mentoring to new team members.
About us
InHealth Intelligence is part of the InHealth Group which is the UKs largest specialist provider of diagnostic and healthcare solutions. Our aim is to make healthcare better for patients by working collaboratively with the NHS to deliver a range of high-quality tests, scans, assessments and procedures. In the last year, we have supported more than 3 million people in their healthcare journeys, the majority of these are NHS patients and service users.
As a people-focused organisation, our teams are integral in how we deliver our services and our values of Trust, Passion, Care and Fresh Thinking underpin everything we do, influencing the way we interact with patients, customers, and colleagues.
Our mission is to be the preferred provider of high-quality diagnostics and healthcare solutions in hospitals and in accessible community settings, serving 5 million patients from 1,000 locations by 2025.
Job description
Job responsibilities
Job title: Customer Operations Deputy Manager Salary: 28,000 - 32,000 Location: Winsford What you will do:
As a Customer Operations Deputy Manager, you will be expected to build excellent working relationships with all Customer Operations team members, all Programme staff, GP Practices, and relevant stakeholders to ensure the Customer Operations team delivers service levels to the highest possible standards.
You will be responsible for the direct management of a team of Customer Operations Senior Co-ordinators and Customer Operations Co-ordinators, ensuring we are delivering on key performance indicators and quality metrics. You will be expected to participate and lead on business projects, working with and managing, key stakeholders and departments expectations. You will be responsible for providing and managing training, support and mentoring to new team members.
Operational - Deputise for the Head of Customer Operations.
- Develop and maintain excellent relationships with all key stakeholders, ensuring expectations are managed.
- Contribute to the goals and objectives of the Diabetic Eye Screening Programmes (DESP), Child Health Immunisation Services (CHIS) Programmes, and Targeted Lung Health Check Programmes. Ensuring a consistently high level of service is provided to our customers.
- Managing and allocating staff workloads.
- Become an expert level user of Spectra PM (HI Hub), advising on potential improvements to IHIs software and systems, proposing enhancements to the functionality and specify requirements of any development required.
- Have a comprehensive knowledge and understanding of all departmental processes.
- Assist with the development of standard operating procedures and best practices, including providing written protocols and guidance to Customer Operations staff and to end-users/customers.
- Assisting with the outcomes of operations meetings including action management.
- Assist with change management and strategic improvements projects.
- Monitor and evaluate customer feedback and develop quality improvement processes and plans.
- Contribute and lead on internal KPI and external Service Delivery reporting.
- Assist the Head of Customer Operations with new customer implementations including the timely delivery of products.
- Act as a Service Delivery escalation point for customers and internal stakeholders.
- Act as a support and escalation point to the team.
- Work closely with departmental managers to ensure best practice is shared.
Staffing & Training: - Day-to-day management of the Customer Operations staff, including training, evaluation, guidance, mentoring, and any other staffing/personnel issues that may arise.
- Deliver team meetings, coaching and one 2 ones for all team members, setting clear realistic goals, objectives, and performance standards.
- Managing and monitoring performance in line with role expectations and quality metrics.
- Ensure standardised training and development plans are implemented and monitoring of all processes and tasks are followed.
- Managing and delivering of team members appraisals.
- Monitoring and managing absences in accordance with the absence process.
- Take the lead in recruitment, induction, and training of new staff members, covering all aspects of the New Starter Process.
- Ensure familiarity with and adherence to Standard Operating Procedures (SOP) and Quality Management Systems (QMS) for self and team.
- Ensure all InHealth Intelligence policies and procedures are followed, advising the team when changes are made and monitoring that these are followed.
You will: - Qualifications and/or training/experience in Management.
- Have a proven track record of managing and leading teams to success.
- Have extensive customer service experience.
- Be able to lead a team to work with and manage multiple concurrent work streams / projects.
- Have strong organisational, project management and time management skills.
- Poses a broad knowledge of Business Processes.
- Have excellent communication skills verbal, written and listening.
- Have excellent problem-solving, analytical, and evaluative skills.
- Be experienced in dealing with customers and/or patients and know how to handle their queries effectively and sensitively.
- Understand the importance of patient confidentiality and be aware of data protection.
- Maintain and ensure observation of robust internal quality assurance measures to meet national standards.
- Have responsibility for the health, safety and welfare of self and others and to always comply with the requirements of health and safety regulations.
- Following suitable preparation, be prepared to undertake new skills/procedures, relevant to the business needs and in accordance with policy.
Job description
Job responsibilities
Job title: Customer Operations Deputy Manager Salary: 28,000 - 32,000 Location: Winsford What you will do:
As a Customer Operations Deputy Manager, you will be expected to build excellent working relationships with all Customer Operations team members, all Programme staff, GP Practices, and relevant stakeholders to ensure the Customer Operations team delivers service levels to the highest possible standards.
You will be responsible for the direct management of a team of Customer Operations Senior Co-ordinators and Customer Operations Co-ordinators, ensuring we are delivering on key performance indicators and quality metrics. You will be expected to participate and lead on business projects, working with and managing, key stakeholders and departments expectations. You will be responsible for providing and managing training, support and mentoring to new team members.
Operational - Deputise for the Head of Customer Operations.
- Develop and maintain excellent relationships with all key stakeholders, ensuring expectations are managed.
- Contribute to the goals and objectives of the Diabetic Eye Screening Programmes (DESP), Child Health Immunisation Services (CHIS) Programmes, and Targeted Lung Health Check Programmes. Ensuring a consistently high level of service is provided to our customers.
- Managing and allocating staff workloads.
- Become an expert level user of Spectra PM (HI Hub), advising on potential improvements to IHIs software and systems, proposing enhancements to the functionality and specify requirements of any development required.
- Have a comprehensive knowledge and understanding of all departmental processes.
- Assist with the development of standard operating procedures and best practices, including providing written protocols and guidance to Customer Operations staff and to end-users/customers.
- Assisting with the outcomes of operations meetings including action management.
- Assist with change management and strategic improvements projects.
- Monitor and evaluate customer feedback and develop quality improvement processes and plans.
- Contribute and lead on internal KPI and external Service Delivery reporting.
- Assist the Head of Customer Operations with new customer implementations including the timely delivery of products.
- Act as a Service Delivery escalation point for customers and internal stakeholders.
- Act as a support and escalation point to the team.
- Work closely with departmental managers to ensure best practice is shared.
Staffing & Training: - Day-to-day management of the Customer Operations staff, including training, evaluation, guidance, mentoring, and any other staffing/personnel issues that may arise.
- Deliver team meetings, coaching and one 2 ones for all team members, setting clear realistic goals, objectives, and performance standards.
- Managing and monitoring performance in line with role expectations and quality metrics.
- Ensure standardised training and development plans are implemented and monitoring of all processes and tasks are followed.
- Managing and delivering of team members appraisals.
- Monitoring and managing absences in accordance with the absence process.
- Take the lead in recruitment, induction, and training of new staff members, covering all aspects of the New Starter Process.
- Ensure familiarity with and adherence to Standard Operating Procedures (SOP) and Quality Management Systems (QMS) for self and team.
- Ensure all InHealth Intelligence policies and procedures are followed, advising the team when changes are made and monitoring that these are followed.
You will: - Qualifications and/or training/experience in Management.
- Have a proven track record of managing and leading teams to success.
- Have extensive customer service experience.
- Be able to lead a team to work with and manage multiple concurrent work streams / projects.
- Have strong organisational, project management and time management skills.
- Poses a broad knowledge of Business Processes.
- Have excellent communication skills verbal, written and listening.
- Have excellent problem-solving, analytical, and evaluative skills.
- Be experienced in dealing with customers and/or patients and know how to handle their queries effectively and sensitively.
- Understand the importance of patient confidentiality and be aware of data protection.
- Maintain and ensure observation of robust internal quality assurance measures to meet national standards.
- Have responsibility for the health, safety and welfare of self and others and to always comply with the requirements of health and safety regulations.
- Following suitable preparation, be prepared to undertake new skills/procedures, relevant to the business needs and in accordance with policy.
Person Specification
Qualifications
Essential
- Please see Job Description
Desirable
- Please see Job Description
Experience
Essential
- Please see Job Description
Desirable
- Please see Job Description
Additional Criteria
Essential
- Please see Job Description
Desirable
- Please see Job Description
Person Specification
Qualifications
Essential
- Please see Job Description
Desirable
- Please see Job Description
Experience
Essential
- Please see Job Description
Desirable
- Please see Job Description
Additional Criteria
Essential
- Please see Job Description
Desirable
- Please see Job Description
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
